The hospitality industry is built on how well hotels manage their customer service. In order to gain relevance, hotel managers need to employ consistent customer service strategies. Hoteliers say that improving this aspect is not a luxury, but a necessity. Here are five ways to adjust existing service techniques.
Establish a culture: Previous thinking would say that training is important in customer service. So much emphasis was placed on education. While customer service does begin with training, what is more essential is keeping the culture. Managers should encourage staff to maintain procedures. The key here is consistency. This is supervised properly with strong leadership.
Quality not quantity: Economic realities have changed certain aspects of hotel management. Many hotels are trying to work with as skeletal staff as they can manage to cut back on expenses. Nevertheless, the focus of new hires should still be excellent customer service. A reduction in manpower should never be an excuse for compromising service.
Employee feedback: Many managers fail listen to their employees. Make sure that policies and procedures are both customer- and associate-friendly. People generally are more willing to be nicer to others if they feel taken cared of.
Empowerment: Policies and procedures need to be designed to facilitate an empowered staff, not a restricted one. Managers should be fully aware of any redundancies in operations. For example, if a front desk clerk cannot address a minor complaint without first bringing it up with management, the slowdown lowers efficiency and can potentially lead to an employee feeling frustrated.
Respond: Guests now are more demanding on the value of their dollar. Hotels need to be competitive in how they respond to new challenges. Managers need to become more aware of small details. If possible, staff are expected to go above and beyond the call of duty.
Another great advice is to ask guests to fill out a suggestion sheet on how service within a hotel can be improved.